We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2152 results
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Decision Reference DRN-3289853
2 Feb 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3289853 The complaint Miss N complains that Monzo Bank Ltd won’t refund the money she lost, after she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, in May 2021, Miss N was looki... (4 pages)View decision -
Decision Reference DRN-3279154
2 Feb 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3279154 Complaint Mr W is unhappy that Monzo didn’t do more to help him when he was the victim of a scam. Background Mr W wanted to sell his sofa. He placed an advert on an online market place. A prospective buyer contacted him and agreed to pay £1,700. The buyer asked if they could pa... (3 pages)View decision -
Decision Reference DRN-3285749
31 Jan 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3285749 Complaint Mr Y is unhappy that Monzo Bank Ltd hasn’t refunded him after he was the victim of two scams. Background Mr Y has an account with Monzo. In June 2020, he fell victim to two different scams in quick succession. He made payments from his Monzo account to the scammers in... (5 pages)View decision -
Decision Reference DRN-3220843
26 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3220843 The complaint Ms N is unhappy Monzo Bank Ltd won’t refund a payment she was tricked into making. What happened The background to this complaint is well-known to both parties, so I won’t go into it in detail here, other than to say that both sides accept Ms N made two payments t... (2 pages)View decision -
Decision Reference DRN-2919285
25 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2919285 The complaint Mr U complains that Monzo Bank Ltd did not help him recover money he’d deposited into an online trading account which he says turned out to be a scam. What happened In June 2019 Mr U saw an online advertisement for a firm, which said it provided a trading platform... (3 pages)View decision -
Decision Reference DRN-3263810
19 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3263810 The complaint Mr R is unhappy with Monzo Bank Ltd.’s response to his complaint. It declined to refund him after he sent £3,980 to scammers. What happened I set out the background and facts to this complaint in detail in my provisional decision. But in summary Mr R sent £3,980 t... (4 pages)View decision -
Decision Reference DRN-3259939
18 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3259939 The complaint Miss S complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened I sent Miss S and Monzo a provisional decision on 6 December 2021 to explain why I wasn’t intending to uphold this complaint. An extract from my p... (3 pages)View decision -
Decision Reference DRN-3043776
17 Jan 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3043776 The complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t refunded the money he lost after falling victim to an investment scam. What happened In July 2020, Mr K was browsing an online investment networking site. He saw an investment opportunity with a company who I’l... (6 pages)View decision -
Decision Reference DRN-3092848
13 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3092848 The complaint Mr J complains about Monzo Bank Ltd and their failure to set his account’s withdrawal limit back to the agreed amount after he’d requested a one-off limit increase. What happened Mr J held an account with Monzo. In February 2020, Mr J asked Monzo to set his daily ... (3 pages)View decision -
Decision Reference DRN-3233157
11 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3233157 Complaint Miss N has complained about an overdraft Monzo Bank Ltd (“Monzo”) provided to her. She says the overdraft was unaffordable as her income was made up solely from benefits. Background One of our investigators reviewed what Miss N and Monzo had told us. And she thought M... (3 pages)View decision
